Stealth Startup

• Developed and implemented a comprehensive customer support strategy, engineering scalable infrastructure and deploying adaptive technologies to facilitate rapid organizational growth. 
• Partnered with the customer experience lead to align support initiatives with overall CX objectives. 
• Designed flexible staffing models and efficient workflows, empowering the team to deliver exceptional service during critical pre-launch and early market entry phases. 
• Instrumental in establishing foundational support systems that positioned the company for high-quality, scalable customer interactions.

Customer Support Lead

Brio Systems

COVID-19 End-to-End Solution for Employers and Organizations:
• Led hiring functions (e.g., interviewing, managing, evaluating, training, staff development, etc.) to scale the team from 2 people to 8 full-time employees within 21 months.
• Developed and improved procedures and policies to handle customer and partner correspondence across multiple channels, including implementing Help Scout’s support desk ticketing system, Beacon chat, and JustCall VoIP to achieve a <30-minute response time.
• Managed the documentation and establishment of the company Help Center/knowledge base for customers to access self-serve support content.
• Worked cross-functionally with all peers and stakeholders, including Product, Field Operations, Sales Growth, Laboratory Partnerships, and Engineering, to influence a proactive customer experience.
• Ensured compliance with HIPAA and lab regulatory requirements to identify and avoid potential risks or violations.
• Monitored business and process metrics to measure and manage customer service effectiveness and satisfaction.

Customer Operations Manager

Senior Manager of Customer Support

Support Driven

• Executed conferences for 200+ leaders in customer support on time, under budget, and remotely.
• Determined and managed project timelines and milestones for Support Driven conferences.
• Set topic themes for events and worked with the Program Team to ensure all program elements relate to established themes.
• Oversaw Event Team to ensure event logistics were executed at our expected level of excellence.

Director Of Event Operations

Nerd Fitness

• Ensured all customers and coaching clients received a consistent, high level of support and experience across six programs and subscription services.
• Reported weekly KPIs during leadership meetings and proactively recommended opportunities to improve customer pain points, keeping empathy and efficiency top of mind.
• Consolidated and improved internal email communication process to ensure customers received answers within 24 hours, a 3X response time improvement, and maintained 99% CSAT.
• Trained and provided mentorship for 12 volunteer moderators to support the 25K-strong Facebook community.
• Led the customer support strategy for a new, high-touch app-based product - including client onboarding best practices, self-serve content, and processes to streamline communication - based on research done through client interviews, feedback, and surveys.

Head of Support and Retention

Fracture

• Grew and led the Customer Happiness Team from myself to five full-time team members- developed the process to hire, train, and provide professional growth opportunities. 
• Implemented Happiness Guarantee and Lifetime Warranty processes to provide an excellent level of support to Fracture customers across all channels: phone, chat, and email.
• Established company and support tone for customer interactions and performed QA evaluations to ensure adherence.
• Maintained a CSAT average of 97% across the department during tenure.
• Collaborated with Production and Marketing Departments to relay customer insights, leading to the development of a 24-hour production turnaround time and consistent communication across all 
campaigns.
• Reported customer support metrics and insights to Leadership monthly and to the Board of Directors quarterly.

Director of Customer Happiness

Prioria Robotics

• Wrote and edited external communication from the company; ad copy, letters from CEO, and direct mail campaigns, as well as assisted with formal proposal writing process.
• Supported sales team with researching lead prospects and competition; maintained customer database and leads list using Zoho (CRM) program.
• Attended trade shows and ensured branding consistency, quality and company identity in presentation to defense/military organizations.

Marketing Coordinator

The National Center for Construction Education and Research

• Constructed and edited all written media communication for various audiences on behalf of NCCER including; articles for publication, ad copy, direct mailings and press releases.
• Served as Managing Editor of The Cornerstone magazine; developed articles, solicited contributions for articles, managed magazine vendor arrangements, coordinated internal editorial review board, edited and proofread. 
• Worked within a team to research and publish a white paper on the state of the current workforce in the construction industry.
• Developed and executed annual communication plan for the company and ensured brand quality and consistency with external communications and company identity.

Communications Manager- Marketing

• Coordinated trade show logistics for company leadership team to attend and present to secondary education and construction industry leaders. 
• Managed and tracked multiple direct mail campaigns for target markets to record campaign success rate; included SEO copywriting in digital communications.
• Built relationships with local media and public relation firms to sponsor a local ABC Extreme Makeover: Home Edition build.

Marketing Coordinator- Marketing

• Gathered and organized elements of NCCER construction curriculum, annual product catalog  for publication using Adobe InDesign 
• Updated and maintained lists of published curriculum for registry database and Marketing Department

Production Assistant- Product Development

Florida Today

Supported editorial operations at FLORIDA TODAY by researching archived content, managing business event calendars, and collecting information for various news segments, including Business Newsmakers and Entrepreneur Spotlight. Authored metro section briefs and assisted reporters while coordinating event coverage and photo assignments across multiple platforms.

Data Desk/News Assistant

Counterpoise Review Journal

Managed editorial operations for academic journal, including coordinating volunteer review submissions, developing issue topics, and collaborating on design and publication processes using InDesign. Authored and photographed the main feature article for the journal's 10th Anniversary issue, working directly with printing partners to produce the final publication.

Intern

Customer Experience Leader with 10+ years of experience in developing innovative systems, processes, and scaling teams to enhance customer satisfaction. Highly instrumental in streamlining internal and external communication processes, amplifying current customer support tools, and maximizing business efficiency and productivity. History of success in achieving a 98% customer happiness score and improving response time to clients' requests by 3X times by integrating email communication procedures. Known for cultivating relationships, increasing customer retention, and establishing a customer-centric culture while collaborating with internal and external teams, and leadership levels.

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